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Customer Support Specialist
2 months ago
Location: Redhill, Surrey
Pay Range/details: Competitive
Contract Type: Permanent full time
About the Role:
Omega Resource Group is seeking a skilled Customer Support Advisor to join our team. As a Customer Support Advisor, you will be responsible for providing exceptional customer service and technical support to our clients.
Key Responsibilities:
- Respond to customer enquiries and provide timely and efficient resolutions to ensure customer satisfaction.
- Ensure each call/email is logged and that Freshdesk and Cruise IP Databases are always maintained to ensure clarity for other team members.
- Provide 1st/2nd line support for GCSC activity, ensuring continuity between shifts and seamless handover of tasks outstanding.
- Assist with monthly customer surveys to ensure that NSSL Global service levels are met.
- Process sales orders for prepaid airtime cards for agreed customers.
- Manage inbound calls as required by the Shift Supervisor.
- Assist in the development of systems to deliver front line support for the company's customer handling and customer care programmes.
- Proactively monitor the GCSC associated infrastructure, investigate alarms, issue outage reports, act on high usage alerts and resolve all service issues.
- Manage cases through to resolution, with the assistance of the Technical Support Supervisor, escalating to both internal and external resolver groups.
- Actively pursue technical training and continually update technical expertise.
- Make recommendations to improve development of systems and processes to the benefit of the customer and company.
Qualifications & Requirements:
- Customer facing experience.
- Be computer literate.
- Confident and clear telephone manner.
- Possess a keen commercial awareness with ability to work on own initiative and unsupervised.
- Ability and willingness to continuously learn and support new systems and services.
What We Offer:
- Annual Bonus.
- Private Healthcare.
- Competitive Salary.
- Company Pension.
- Company Sick Pay.
- Free on-site parking.
- Free on-site Gym.
- 25 days holiday per year, plus Bank Holidays.
- Following probation period most roles are eligible for hybrid working.
